Job Application for Senior Service Delivery Manager

Location & work modality: Malaysia or comparable time zone

Start: ASAP

Type of Contract: Contractor

Average 40 hours per week, 9x5 business hour support with after hour on-call response/resolution for category 1 incidents

Paid as a monthly rate

About Radian Arc

Radian Arc, now part of InferX, Submer's AI cloud and GPU infrastructure platform, provides an infrastructure-as-a-service (IaaS) platform for running cloud gaming, artificial intelligence and machine learning applications inside telecommunication carrier networks. Our teams across the USA, Australia, Central Europe, Malaysia, Singapore and Japan offer telecom operators a GPU-based edge computing platform without the need for capital expenditure, facilitating low latency and improved economics for value-added services and the monetization of 5G investments.

What impact you will have

Mission: Own service delivery and operational governance for customer deployments in the assigned region, ensuring SLA compliance, controlled change execution, strong customer communication, and effective coordination between local operations, engineering, vendors, and telco stakeholders.

You are the senior operational owner for your region and ensure that customer services are delivered reliably, incidents and changes are managed professionally, and customer-facing communication remains clear, structured, and trustworthy. You act as the bridge between the customer, local operational staff, and internal engineering teams.

We are looking for a self-motivated Senior Service Delivery Manager to join our growing team. In this role, you will own service delivery for one of our operating regions and take accountability for customer-facing operational excellence across one or more deployments.

This is not a pure project management or ticket-management role. It is a senior operations leadership role focused on service reliability, SLA performance, incident and change governance, executive-level communication, and structured coordination across support, engineering, vendors, and customer stakeholders.

Within our operating model, each region has one Senior SDM who owns the operational relationship and governance framework for that region. Local Operations Engineers provide business-hours operational coverage in the deployment time zone, while Field Service Technicians or customer’s remote hands support hands-on datacenter activities where needed. The Senior SDM provides oversight, escalation leadership, customer steering, and operational accountability across that structure.

What you’ll do

Own customer-facing service delivery and SLA governance for assigned customers and regions.
Act as the primary operational escalation point for major incidents and service-impacting issues.
Lead incident, problem, change, and escalation management processes.
Coordinate activities across Support, Engineering, Data Center Operations, vendors, and customer teams.
Drive customer communications during incidents, maintenance activities, and service reviews.
Ensure operational readiness for new deployments and manage the transition into steady-state operations.
Review root cause analyses and track corrective actions to completion.
Monitor and improve operational KPIs including SLA performance, MTTA, MTTR, change success rate, and customer satisfaction.
Maintain service documentation, runbooks, escalation paths, and operational processes.
Identify opportunities to improve service quality, operational efficiency, and customer experience.

Platform context:

The Senior Service Delivery Manager operates in a platform environment that is expanding beyond traditional infrastructure operations into a broader GPU cloud platform engineering model.

From a service-delivery perspective, this means the SDM must operate across a platform that is no longer defined only by virtual machines and generic cloud operations, but by the coordinated delivery of multiple technical domains and specialist teams. The SDM is not expected to design, build, or operate the platform directly.
However, the successful candidate should be comfortable working with engineering teams across cloud infrastructure, AI platforms, Kubernetes environments, networking, observability, storage, and automation domains in order to:

- Understand customer impact
- Coordinate incident response
- Escalate effectively
- Assess operational readiness
- Communicate technical issues clearly to customers and stakeholders.

What you’ll need

Required Skills & Experience:

5+ years in Service Delivery, Technical Account Management, Customer Operations, Operations Management, or similar customer-facing operational roles.
Experience managing enterprise customers and operational service reviews.
Strong understanding of SLA management, incident management, change management, and operational governance.
Experience coordinating cross-functional technical teams.
Excellent written and verbal communication skills.
Strong stakeholder management and customer-facing experience.
Ability to operate effectively during high-severity incidents and escalations.

Nice to Have:

Experience with AI infrastructure, GPU platforms, HPC, or cloud platforms
Exposure to Kubernetes and modern cloud-native environments.
Experience in telecom, cloud service providers, managed services, or data center environments.
ITIL certification or equivalent operational experience.

What we offer

Attractive compensation package reflecting your expertise and experience.
A great work environment characterised by friendliness, international diversity, flexibility, and a hybrid-friendly approach.
You'll be part of a fast-growing scale-up with a mission to make a positive impact, offering an exciting career evolution.

Our job titles may span more than one job level. The actual base pay is dependent on a number of factors, such as transferable skills, work experience, business needs and market demands.

Our Inclusive Responsibility

Radian Arc is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected category under applicable law.

Senior Service Delivery Manager - Radian Arc

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